IT Support Specialist - Senior

The support will range from simple to complex system issues and may include VIP support requirements., * Escalation point for Junior and Mid-level desk side engineers. Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers. Updates status of queued service requests with the IT service management system.

• Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills.
• Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.
• Need to be able to work independently and as part of a team.
• Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software. Perform repairs on Apple computer and iOS hardware and software. Understanding of the MAC OS Imaging process using JAMF preferred but not required.
• Installation and configuration of new machines in a Windows environment.
• Smart cards / PIV cards (general knowledge).
• May be assigned to assist in leading small projects and team efforts.
• Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities.
• Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs.
• Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom, Thin Client.
• Conference Room / VTC Setups.
• Escalates complex problems to upper-level deskside engineers.
• Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration.

The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes., Required:

• Bachelor’s degree in an IT related field.
• Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as IT Support Specialist specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.
• HDI Technical Support Professional required within six (6) months of employment.
• Certifications desirable but not required include A+, Net+, Secure+.
• Must be reliable and have independent transportation with ability to travel to various field sites.
• Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust.